Accounting & Marketing

ISSN: 2168-9601

Open Access

Damis F Kamna

Department of Business Administration, Cyprus International University, Cyprus

  • Commentary   
    Impact of Customer Service Techniques on Customer Satisfaction in Retail Bank
    Author(s): Damis F Kamna*

    The study sought to assess the impact of customer care delivery on customer satisfaction in retail banks. The specific objectives of this study are to examine 1. The impact of customer care delivery the quality of service, effectiveness, complaint handling and interpersonal relationship on customer satisfaction. 2. Examine the mediating role of interpersonal relationships between quality of service, effectiveness, complaint handling and customer satisfaction. The study uses quantitative approach with total of 395 questionnaires was collected from retail bank personnel. The result was analyzed using Structural Equation Modeling. The results of the study indicate that customer care delivery factors significantly impact customer satisfaction. Also, has an impact on Tanzania retail banking sector. In contrast, complaint handling does not impact customer satisfaction for Tanzania retail ba.. Read More»
    DOI: 10.37421/2168-9601.2021.10.316

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